- Develop participant recruiting criteria
- Recruitment of employee and customer participants
Experience Trends Research
- Research similar journeys or steps to find trends
- Summarize trends and best practices of the similar journeys
Metrics and KPI Research
- Consolidate available data to understand the organization’s performance in the delivery of the service
Employee and Customer Research Interviews
- One-on-one or small group interviews with current or competitor customers to understand desired outcomes, key steps, and emotions during the experience.
- One-on-one or small group interviews with employees to understand their perspective on the key steps for customers and customer emotional journey during the experience.
- Create a visual representation of the service journey for conversation